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After installation of the BlackBerry® Enterprise Server is completed, BlackBerry Manager fails to open

Article ID: KB13128

Type: Support Content

Last Modified: 11-10-2011

 

Product(s) Affected:

  • BlackBerry® Enterprise Server Express for Microsoft® Exchange
  • BlackBerry® Enterprise Server for Microsoft® Exchange
CollapseOverview
After installation of the BlackBerry® Enterprise Server is completed, BlackBerry Manager fails to open and the following error message appears:

Failed to open default message store, result=0x8004011d

The BlackBerry Messaging Agent also fails to start. The following error is displayed in the BlackBerry Enterprise Server debug logs:

BlackBerry Messaging Agent <Server_Name> Agent 1 failed to start. Error code 5305.
CollapseEnvironment
  • BlackBerry® Enterprise Server 4.1 SP3 to 4.1 SP7 for Microsoft Exchange
  • BlackBerry Enterprise Server 5.0 to 5.0 SP3 for Microsoft Exchange
  • BlackBerry Enterprise Server Express 5.0 SP1 to 5.0 SP3 for Microsoft Exchange
  • Microsoft® Exchange Server 2007 and 2010
  • DT 128830
CollapseCause

This issue might be caused by one of the following:

    Cause 1

    During the installation of Microsoft Exchange Server 2007, the administrator is prompted to allow or disallow Microsoft® Outlook® 2003 and earlier from connecting to it. If the system administrator disallows the connection of Microsoft Outlook 2003 and earlier, the installation program does not create a public folder database and does not configure the offline contact list.

    Cause 2

    Messaging Application Programming Interface (MAPI) encryption is set to Required on the Microsoft Exchange Server.
    CollapseResolution

    Cause 1

    The installation program did not create a public folder database and did not configure the offline contact list.

    Resolution 1

    Manually create a public folder database on the Microsoft Exchange Server and manually configure the offline contact list.

    Cause 2

    MAPI encryption is set to Required on the Microsoft Exchange Server.

    Resolution 2

    Complete the following steps to configure the two MAPI profiles on the BlackBerry Enterprise Server to use encryption.

    1. Configure the MAPI profile used by the Blackberry Manager for encryption:
      1. Click Start > Programs > BlackBerry Enterprise Server > Edit MAPI Profile.
      2. On the Advanced tab under Encrypt information, select the When using the network check box.
      3. Click OK.
    2. Configure the MAPI profile used by the Blackberry Enterprise Server for encryption:
      1. Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
      2. Click the BlackBerry Server tab and then click Edit MAPI Profile.
      3. On the Advanced tab under Encrypt information, select the When using the network check box.
      4. Click OK to save the changes.
      5. Click OK to exit the BlackBerry Server Configuration.
    CollapseAdditional Information

    Ensure that the Microsoft Exchange Server is reachable by NETBIOS name or hostname by using the ping command.

    Configure public folders and offline address books

    More information on configuring public folders and offline address books on Microsoft Exchange Server can be found by searching for the following terms on Microsoft Technet

    • Perform a Typical Exchange 2010 Installation
    • How to Create an Offline Address Book
    • Managing Public Folders

    And the following article on the Microsoft Support web site

    • KB 555851 Earlier Outlook clients cant connect to Exchange 2007 Server


    Confirm MAPI encryption

    Type the following Exchange Management Shell command on the Microsoft Exchange Server hosting the Blackberry Enterprise Server service account to determine whether MAPI encryption is enabled:

    Get-MailboxServer <ServerName> | FL MAPIEncryptionRequired

    The presence of the result MAPIEncryptionRequired : True indicates that MAPI encryption is enabled on Microsoft Exchange Server.

    Search for Set-MailboxServer  on Microsoft Technet for information on using the Set-Mailbox cmdlet to toggle the MAPIEncryptionRequired option on Microsoft Exchange Server 2007 and Microsoft Exchange Server 2010 :

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